Which parts of Digital Claims should never be automated?

It's true that insurance on demand can best be bought and, if need be claimed, automatically. On the other hand, much of insurance is far more nuanced and many people want an emotional as well as logical engagement with an insurer.

Digital platforms should automate routine tasks and free up agents with the time to help customers seeking advice.

Engage customers in ways that won’t make human service providers cringe.

"Remember: the devil’s in the details of service design, but the best uses of technology are likely to make customers and employees feel more, rather than less, valuable to your organization. They’re also likely to make the service feel more, rather than less human."

1. Service can be emotional; technology cannot. When we’re anxious about whether a check will clear or why our migraine won’t go away, we become advice-seeking. Even if it has the answers and can read the tone of our voice, or the expression on our face, people find the idea that technology “feels” and “senses” to be unnerving, and when a technology is deployed for such a purpose, the results can be unsettling. For example, customers who call MetLife to settle a death-related insurance claim are treated to digital condolences, delivered through an IVR system:
ROBOT VOICE: “We at Met Life want to express our sincere condolences for your loss.”